ITIL Continual Service Improvement

Table of contents

1. Cover
2. Title
3. Copyright
4. Contents
5. List of figures
6. List of tables
7. Foreword
8. Preface
9. Acknowledgements
10. 1 Introduction
    1. 1.1 Overview
    2. 1.2 Context
    3. 1.3 ITIL in relation to other publications in the Best Management Practice portfolio
    4. 1.4 Why is ITIL so successful?
    5. 1.5 Chapter summary
11. 2 Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
12. 3 Continual service improvement principles
    1. 3.1 Continual service improvement approach
    2. 3.2 CSI and organizational change
    3. 3.3 Ownership
    4. 3.4 CSI register
    5. 3.5 External and internal drivers
    6. 3.6 Service level management
    7. 3.7 Knowledge management
    8. 3.8 The Deming Cycle
    9. 3.9 Service measurement
    10. 3.10 IT governance
    11. 3.11 Frameworks, models, standards and quality systems
    12. 3.12 CSI inputs and outputs
13. 4 Continual service improvement processes
    1. 4.1 The seven-step improvement process
14. 5 Continual service improvement methods and techniques
    1. 5.1 Methods and techniques
    2. 5.2 Assessments
    3. 5.3 Benchmarking
    4. 5.4 Service measurement
    5. 5.5 Metrics
    6. 5.6 Return on investment
    7. 5.7 Service reporting
    8. 5.8 CSI and other service management processes
    9. 5.9 Summary
15. 6 Organizing for continual service improvement
    1. 6.1 Organizational development
    2. 6.2 Functions
    3. 6.3 Roles
    4. 6.4 Customer engagement
    5. 6.5 Responsibility model – RACI
    6. 6.6 Competence and training
16. 7 Technology considerations
    1. 7.1 Tools to support CSI activities
    2. 7.2 Summary
17. 8 Implementing continual service improvement
    1. 8.1 Critical considerations for implementing CSI
    2. 8.2 Where do I start?
    3. 8.3 Governance
    4. 8.4 CSI and organizational change
    5. 8.5 Communication strategy and plan
    6. 8.6 Summary
18. 9 Challenges, risks and critical success factors
    1. 9.1 Challenges
    2. 9.2 Critical success factors
    3. 9.3 Risks
    4. 9.4 Summary
19. Afterword
20. Appendix A: Related guidance
    1. A.1 ITIL guidance and web services
    2. A.2 Quality management system
    3. A.3 Risk management
    4. A.4 Governance of IT
    5. A.5 COBIT
    6. A.6 ISO/IEC 20000 service management series
    7. A.7 Environmental management and green/sustainable IT
    8. A.8 ISO standards and publications for IT
    9. A.9 ITIL and the OSI framework
    10. A.10 Programme and project management
    11. A.11 Organizational change
    12. A.12 Skills Framework for the Information Age
    13. A.13 Carnegie Mellon: CMMI and eSCM framework
    14. A.14 Balanced scorecard
    15. A.15 Six Sigma
21. Appendix B: Example of a continual service improvement register
22. Appendix C: Risk assessment and management
    1. C.1 Definition of risk and risk management
    2. C.2 Management of Risk (M_o_R)
    3. C.3 ISO 31000
    4. C.4 ISO/IEC 27001
    5. C.5 Risk IT
23. Appendix D: Examples of inputs and outputs across the service lifecycle
24. Abbreviations and glossary
25. Index